Comscom formerly adsl 24 unhappiness

Thinking long and hard about complaining, I feel it now necessary to share my experiences with this forum. The move from adsl24 has not gone well and I have found myself now for the 3rd day without net access. Not only was my account overcharged but I have been really not helped by the polite but so far unsuccessful helpdesk. In short router connects, noise margins fluctuate but within tolerance but I can't open websites or on the one occasion it worked today it became painfully slow after five minutes then stopped altogether again. Can't ping any sites bar computer and router. I was told phone line and router were to blame but changed router and phone line test came back fine. All DNS settings have been tested with several machines and wiser people than me to no avail. Promised phone call back tonight did not happen and the email to the coms director who posts here resulted in the reply what do you really need me to do. Sort it out , please would be nice. I will keep you posted and will be the first one to hold my hand up in apology should the phone line provider be the problem but as of now they say the tests showed no fault on line. Sorry for the rant but perhaps others have similar issues and it will get something done. Siamanti currently very frustrated.

Hi Siamanti,can i just ask if you have changed over to the openDNS?

Yes tried all kinds of alternate DNS including open DNS . Did DNS flushes, netsh commands on two computers , same problem. Ty for reply

Ah, another unhappy coms customer. My connection has been better of late - still slower than pre-cutover, but my current session is now almost 9 days so there is hope! I am using public dns though instead of coms.

Anyway, I'm sure more knowledgeable people than me will be along soon with more ideas - but it might be worth trying a tracert to www.bbc.co.uk and posting the results back here. Also, info from your router - model, sync speeds, snr, current session length, etc.

Are there any errors reported in the router logs? Does it show disconnects & reconnects?

I had a loss of connection on the openDNS last night,i have a printout of the system log from my router.What it all means i dont know,never had this with ADSL24.

Mine was fine, been up for 14 days now

In reply to a post by tonytiger07:

My connection has been better of late - still slower than pre-cutover,

What is your SNR margin? Like most users, mine was set to 12dB post-migration (as opposed to the ADSL24 default of 6dB pre-migration). This resulted in a download speed drop from 5.6 Mb/s to 3.6 Mb/s. Most users similarly affected saw similar drops. Requests for Coms support to change the margin back to what it was pre-migration normally seem to have recovered most or all of the speed loss. Haven't done mine yet (been travelling on business) but it's on the to-do list

Are you unable to ping the IP address 8.8.8.8

Hi
yes all the settings are as they were with ADSL24.

Here is a traceoute for BBC

Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| router.asus.com - 0 | 349 | 349 | 0 | 0 | 0 | 0 |
| 109.224.191.50 - 0 | 354 | 354 | 9 | 11 | 75 | 11 |
| 188-39-118-70.static.enta.net - 0 | 355 | 355 | 9 | 12 | 255 | 10 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| te4-4.telehouse-east.core.enta.net - 0 | 354 | 354 | 10 | 11 | 30 | 10 |
| bbc-linx.pr01.thdow.bbc.co.uk - 0 | 355 | 355 | 10 | 11 | 38 | 12 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 70 | 0 | 0 | 0 | 0 | 0 |
|________________________________________________|______|______|_____

No I can ping that fine

OK, then it would seem it may be a DNS issue, just to make sure the first was not a fluke, try to ping: 212.58.246.104
If this responds as well then its a dns issue, what is the OS of the machine you are using?

No I can't ping that form cmd-on the winmtr traceroute it posts pretty much the same data as the bbc traceoroute i posted. My main machine uses win 7 64bit, but i have also tried an old xp machine and iphone through wireless all the same. I have also tried a netgear router but using asus router at the moment. same results

Mine is fine too, and I have been using Opendns for several years now without problems.

Still no connections and now the router cannot resolve any hostnames or numbers other than the isp gateway. Support have been very friendly just to be clear, but this has now been escalated to level 2. Very frustrating but one must try to be calm,

Siamanti

Has your connection ever worked on coms?

Never properly but once it stuttered for an hour

After nearly four days of no connection I am finally online touch wood it remains though. Congratulations, to Vi... ( don't know if I should use his full name)
from support who suggested to try another block of IPs. It did the trick, I am just bemused that it took four days for such a simple solution to be suggested. Anyway, I hope this is it for the moment but will keep you posted. I will also send an email to the coms director for to praise this individual. If anyone has any knowledge why the old ip stack did not work, I would like to learn.

Thanks for all replies and I hope I don't have to update on that thread, again